Returns and Exchange

Please make sure you inspect the items before throwing the packaging away!

 

I WANT TO RETURN MY ITEM(S).

*Please contact with us via email, phone or social media before returning any items.

*The Customer is not entitled to any claims for defects if he/she has altered a product or the material defect already existed at the time of purchase.

 

For items purchased at full price:

You have a right to cancel your purchase within 14 days from the day after you receive your products. The only condition is, products must be in unused, unaltered, undamaged and returned in their original packaging.

Original packaging includes any accessories, brochures, manuals, guarantees or warranties that came with the product.

If the original packaging surrounding the product has been damaged or destroyed, we will only issue a refund if the product is being returned due to a defect.

Products that are sealed or shrink-wrapped and this is removed can only be returned if they are defective.

Unfortunately, we will be unable to issue a refund where the product is in an incomplete state.

If the product is not damaged or faulty and you wish to return a set after 14 days unfortunately this is not possible.

If you are returning your product because it is defective, please state the defect or defects. Any damage on an item must be brought to our attention within 7 days of receipt. After 30 days, we’ll repair the product as long as it’s within the terms and conditions of our warranty.

Once we have received and checked the returned items, we will refund your money, less any collection and/or delivery fee e.g. original shipping costs and returns costs (unless you have returned the items at your own expense).

We will refund the purchase price of a returned product once the item has been checked by our specialist which can take up to 14 days of receiving the returned product.

Return can be done once either a refund or an exchange. Items which do not qualify for returns, e.g. discounted items, please do not request or return these as we will not honour such requests.

We cannot refund or exchange products that have been incorrectly fitted. We are not responsible for consequences of incorrectly fitted products.

 

For items purchased below the recommended retail price
(e.g. sale, clearance, special offer or discounted items):

All items purchased below the recommended retail price are considered as sale or special offer items.

We are unable to offer any refund. We will only be able to offer an exchange on sale or special offer items if the product is faulty.

We do not offer return or exchange on ex-displayed items.

Warranties on sale items are per item basis. It is the Customers' responsibility to check the warranty period of the purchased item at the time of purchase.

 

Bespoke and special order

Where a product has been made to measure or personalised for you, unless faulty, we're unable to refund or offer an exchange.

 

WHAT IF I PAID A DEPOSIT?

If you have paid a deposit for items to be reserved and would like to cancel your order then the deposit in non-refundable.

If you have asked us to make changes to an item or assemble on your behalf then the deposit paid in non-refundable.

Your deposit is valid for 30 days once your reserved item is ready for collection. If you do you collect your item or fulfil the payment within 30 days, we will assume that you no longer wish to continue with the purchase and your deposit is non-refundable.

 

WARRANTY

Terra Lumen offers a 1 year warranty of our products (excluding light bulbs, discounted and clearance items) from the date of receipt against defective parts, materials and/or manufacture.

Clearance/sale/discounted/special offer items will not have the 1 year policy applied to them but they will have warranties on per item basis.

Extended Warranties maybe able to purchase at an additional price.

A qualified and insured electrician MUST carry out installation of our products otherwise this guarantee is void.

If items have become compromised as a result of misuse then this warranty is void.

 

MY ITEM WAS DAMAGED

You may claim warranty on defects that result from mishandling in the shipping process, up to 2 working days after receiving an order. As a result, we advise you to check and photograph all pieces ordered, upon their arrival.

 

OTHERS

All products ordered by you, the purchaser, are for your own personal and domestic use and are not for resale.

We do not accept liability for any indirect loss, consequential loss, loss of data, loss of income or profit, loss of damage to property and/or loss from claims of third parties arising out of the use of The Site or for any products or services purchased from Terra Lumen Ltd.

Our returns policy does not affect your legal and statutory consumer rights.

 

PRICING

Our prices are subject to change without notice, therefore we cannot guarantee our prices for any duration. Once an order has been placed and goods received we are not obliged to offer compensation for any price changes which happen thereafter.

 

CONTENT

We take all reasonable care to ensure that all details, descriptions, dimensions, images and prices appearing on the website and in emails/calls are correct. From time to time there may be small errors and any errors shall be subject to correction without liability.

Photographs are usually very accurate as we take all images using our exact product however the main use for the photos is for illustrative purpose only and it is possible they may not exactly match the product itself.

All content on our Terra Lumen Lighting site, including description, pages and images, is protected by UK copyright law. Anyone found to be using this content without our permission will be asked to remove it and could be prosecuted